THIS WILL BECOME AN OVERVIEW CONTAINER
TOPIC THAT ACTUALLY LINKS TO USEFUL CONCEPTS
ou can create a two-level customer hierarchy that models
the corporate structure of a headquarters and its subsidiaries or divisions.
You might also create child customers for each billing address you have.
Parent, child, and sibling customers do not share billing information
or customer agreements.
The child customers are called associated
customers. Associate a child customer with a parent customer on the Customer
tab of the Customers (SP) application.
View log entries for all children of a parent customer on the log tab
for a child customer.
You associate an SLA (service level agreement) with a customer in the
Customers (SP) application. An SLA is a written agreement between a service
provider and its customers. The SLA describes one or more commitments
and the escalations, actions, and notifications associated with each commitment.
After you associate an SLA with a customer, the SLA can be applied to
a ticket or work order for the customer. For more information about SLAs,
see the topic About SLAs or see the Service Level Agreements (SP) help.
You can choose from SLAs that were created for customer records.
To associate an SLA with a customer:
In the Customers
(SP) application, display the customer with which you will associate the
SLA.
From the Select
Action menu, select Associate SLAs.
In the Associate
SLAs dialog box, select one of the following choices:
To select one
SLA, click New Row. In the SLA field, enter a value or click Select
Value and choose an SLA.
To select more
than one SLA, click Select SLAs.
In the Select SLAs dialog box, select the SLAs you want to associate with
the customer. Click OK to close
the Select SLAs dialog box.
Click OK
to associate SLAs and close the Associate SLAs dialog box.
To view SLAs associated with a customer:
In the Customers
(SP) application, display the customer with the associated SLAs.
From the Select
Action menu, select Associate SLAs.
In the Associate
SLAs dialog box, view the list of associated SLAs.
You use the Associate Response Plans dialog box to
associate one or more response plans with a customer. After you associate
a response plan with a customer, the response plan can be associated with
tickets and work orders for the customer.
Note: You also can
view associated response plans and delete associations with response plans.
To delete an association with a response plan, on the row with the plan,
click Mark Row for Delete . Click OK
to save your changes.
To associate a response plan with a customer:
In the Customers
application, display the customer for which you want to associate a response
plan.
From the Select
Action menu, select Associate Response
Plans.
In the Associate
Response Plans dialog box, select one of the following choices:
To associate
one response plan, click New Row.
In the Response Plan field, enter
a value or click Detail Menu to select an option and retrieve
a value.
To associate
more than one response plan, click Select
Response Plans. In the Select Response Plans dialog box, select
the response plans to add, and then click OK
to close the dialog box.
Click OK
to close the Associate Response Plans dialog box.
Use the Copy to Business Address dialog box to copy
an address to the business address for this customer. You can copy either
the business address of the parent or the billing address of this customer.
After copying address elements, you can modify them.
This dialog box is available in the Customers (SP) application.
To copy an address to the business address:
Display the customer
with the business address you want to add.
Click the Customer
tab. From the Select Action menu, select Copy
to Business Address.
In the Copy to
Business Address dialog box, select one of these options:
Copy
Billing Address to Business Address—Copies the
billing address fields to the business address fields.
Copy
Parent's Business Address to Business Address—Copies the
business address fields of the parent to the business address fields of
this record.
You use the Contacts tab of the Customers (SP) application
to add, view, modify, or delete contact people. Contacts work for you,
the customer, or a vendor of the customer.
A contact must be an active person in the People (SP) application. When
you add a contact, the telephone, e-mail, and employer information for
this contact are displayed.
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When you associate a customer with a customer agreement, you also associate
the price schedules on the agreement. A price schedule might specify the
services that you provide, the assets and locations for which you provide
services, and the conditions under which you price the services. The schedule
might also specify pricing rules for markups and fee-based revenues. You
report costs for completed work on work orders and tickets to which the
price schedule is applied. You report fees and charges, such as monthly
maintenance, trip charges, or usage fees, on tickets, work orders, or
sales orders to which the price schedule is applied.
View a list of customer agreements and associated price schedules for
the customer on the Price Schedules tab of the Customers (SP) application.
Create the customer agreements and price schedules in the Customer Agreements
(SP) application.
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You use the Agreements tab in the Customers (SP) application to view
agreements and price schedules associated with this customer. Agreements
with the following status are visible on the Agreements tab:
approved
pending revision
waiting for approval
waiting to start.
You associate the customer and the customer agreement and price schedule
in the Customer Agreements (SP) application.
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You use the Associated Customers tab in the Customers (SP) application
to view associated customers for the customer record. An associated customer
typically is a child, or division or subsidiary, of the parent customer.
Customers also create associated customers when they have multiple billing
addresses and want to create a record for each billing address. Parent,
child, and sibling customers do not share customer agreements.
Create the relationship between an associated customer and a parent
customer by adding the parent to the associated customer.
For information about a field, place the cursor in the field and press
Alt+F1.
You can change the status of a customer record in the Customers (SP)
application. For more information about statuses, see the topic About
Statuses.
You might need security authorization to change a status.
Note: If this record
is workflow-enabled, the status might be updated. In addition, the system
might be configured to route a record or to notify another party of a
status change. For assistance with workflow or notifications, see the
appropriate administrator.
To change the status of a customer:
In the Customers
(SP) application, display the record with the status you want to change.
From the toolbar,
select Change Status. You also can select this action from the Select Action menu.
In the Change
Status dialog box, In the Status
field, choose a status from the pull-down menu. You can modify the value
in the Date field and enter a
memo or descriptive text in the Memo
field.
and choose an SLA.
. Click 
to select an option and retrieve
a value.
.
. You also can select this action from the Select Action menu.